Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Supervisor Desktop User Guide
24
June 2007
Graphical displays of this information consist of bar charts with the skill name on the Y
axis and any of the available statistics listed in the table below on the X axis,
expressed in either an integer (0, 1, 2…) or time duration (hh:mm:ss).
axis and any of the available statistics listed in the table below on the X axis,
expressed in either an integer (0, 1, 2…) or time duration (hh:mm:ss).
Skill Summary Statistics
The Skill Summary Statistics real time display is available when you select a specific
skill from the Skill Groups tree (see
skill from the Skill Groups tree (see
Figure 10.
Skill Summary Statistics real time display.
This display presents a summary of a specific skill group’s statistics. These statistics
are from the entire contact center, not just from members of the selected team.
are from the entire contact center, not just from members of the selected team.
Table 5.
Team Skill Statistics real time display data
Column Name
Description
Skill Name
The skill group identifier, as set up in Cisco Unified CCE.
This column is required and cannot be disabled.
This column is required and cannot be disabled.
Agents
The number of agents logged in.
Calls Waiting
The number of calls currently in queue waiting for an
agent.
agent.
Current Oldest
The time of the oldest call in queue.
ASA
Average speed of answer. The average amount of time a
caller waits in queue for an agent, calculated by dividing
the skill group wait time by the number of calls
answered by the skill group. The data for this statistic
comes from the AW HDS database, not from the CTI
server.
caller waits in queue for an agent, calculated by dividing
the skill group wait time by the number of calls
answered by the skill group. The data for this statistic
comes from the AW HDS database, not from the CTI
server.
Calls Handled
The number of calls presented, answered, and
completed by agents.
completed by agents.
Talk Average
The average amount of time agents in the skill group
spend in the Talking state.
spend in the Talking state.